Senior Technical Product Manager II(CCaaS)

Summary

Bell Business Markets is seeking a highly experienced and visionary Senior Technical Product Manager to spearhead one or more of our Contact Center as a Service (CCaaS) products as lead business owner.   This pivotal role involves defining, developing, and executing the roadmap for our CCaaS portfolio, with a primary focus on leading the strategy, active PnL management, and driving growth of our  CCaaS solutions offered by Bell Business Markets. You will be instrumental in translating market demands and technological industry advancements into a compelling product offering, working collaboratively with the CCaaS partner, sales, marketing, professional services advisory & engineering, and managed services operations/customer success support

Key Responsibilities

• Product Strategy & Vision: Define and champion the product vision, strategy, and long-term roadmap for one of Bell's leading CCaaS solutions  as business owner lead.  The product strategy will be grounded in customer needs , market and industry trends, competitive intelligence, and strategic business goals.
• Market & Customer Intelligence: Conduct in-depth market analysis, competitive landscaping, and customer research to identify emerging needs, opportunities for innovation, and potential differentiators.
• Requirements & value proposition: Elicit, define, and document detailed product requirements, user stories that are linked to customer needs and  Bell value proposition
• Revenue & Pricing Strategy: Develop and manage the pricing strategy, packaging, and commercial models for the CCaaS portfolio, ensuring competitive positioning and achievement of revenue targets. This includes forecasting, performance tracking, and identifying opportunities for revenue growth and margin improvement
• Technical and CX industry Leadership: Serve as a subject matter expert on CCaaS technologies and Customer experience  (CX)  industry advancements, including omnichannel routing, IVR, workforce optimization (WFO/WFM), AI/ML applications (chatbots, analytics), agentic AI approaches,CTI, CRM integrations, and cloud-native architectures.
• Product Lifecycle Management: Oversee the entire product  lifecycle, from ideation and business case development through to development, launch, adoption, and end-of-life.
• Partner management:  Accountable for the partnership agreement with CCaaS partner while also driving improvements in the partnership – strategy, product, g2m, operations,
• Partner Ecosystem: Evaluate, select, and manage relationships with related technology partners and vendors to integrate complementary capabilities and enhance the CCaaS platform offering.
• Go-to-Market (GTM) Enablement: Collaborate closely with marketing, sales, and channel teams to develop effective go-to-market plans, product positioning, messaging, sales enablement collateral, and training.
• Cross-Functional Collaboration: Act as a key liaison and evangelist for CCaaS products, influencing and aligning stakeholders across engineering, operations, product marketing, sales, and executive leadership.
• Performance & Analytics: Define key performance indicators (KPIs) for CCaaS products, monitor Revenues, performance, analyze usage data, and derive insights to drive product improvements and strategic decisions.

Critical Qualifications

• Bachelor's degree in Computer Science, Engineering, Business Administration, or a related technical field.
• 5+ years of progressive experience in Technical Product Management, with a strong emphasis on Contact Center solutions, CCaaS, UCaaS, or other cloud-based communication and collaboration platforms.
• Demonstrated success in defining, launching, and managing complex technology products in a B2B environment
• Experience with commercial modeling, pricing, business case development, and revenue forecasting for SaaS products is highly desirable.
• Understanding of contact center architecture, technologies, operational flows, and industry best practices.
• Excellent analytical, strategic thinking, and problem-solving capabilities.
• Superior communication, presentation, and interpersonal skills, with the ability to effectively engage and influence diverse stakeholders, including executive leadership.
• Proven ability to thrive in a fast-paced, innovative, and collaborative work environment.

Preferred Qualifications

• Master's degree or MBA.
• Direct experience with enterprise CCaaS platforms such as Genesys Cloud, Nice CX One, 8x8, Zoom, Amazon Connect, Google CCAI, Five9, Webex Contact Center
• Operational experience in a Contact Centre environment
• Experience with Virtual agents, AI, Machine Learning, and automation in customer service contexts.
• Familiarity with major cloud platforms (e.g., AWS, Azure, GCP).
• Experience within a large telecommunications or enterprise technology company.
• Familiarity with Agile development methodologies 
• Relevant certifications in product management, cloud technologies, or contact center solutions.

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